The Knowledge base search bar is missing from the Service Management Customer Portal
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
After connecting Service Management to Confluence and setting up a knowledge base in a project in Project Settings > Knowledge base, customers should be able to search for Confluence articles in two ways from the Customer Portal
- The Help Center Home page
- Project specific portals
However, in some cases, the search bar might be missing:
- The Help Center Home page
- Project specific portals
Environment
Any Jira Service Management Server/Data Center version 3.x and 4.x with an application link to any Confluence Server/Data Center version.
Diagnosis
- Check if the 3rd party add-on HelpCenter Corrector is installed in your Jira Service Management instance (via the page ⚙ > Manage Apps > Manage Apps)
- If this add-on is installed, go to the page ⚙ > Manage App > HelpCenter Corrector, and check if any of the 2 options below is ticked:
- Hide HelpCenter Search Bar
- Hide Customer Portal Search Bar
- See screenshot below for reference:
- If any of these 2 options is ticked, then this KB article is relevant
Cause
The 3rd party add-on HelpCenter Corrector has the option to hide the knowledge base search bar from either the Help Center or project specific portals.
Solution
Untick the 2 options Hide HelpCenter Search and Bar Hide Customer Portal Search Bar.